Telephonic communications – Supervisory or control line signaling – Substation originated
Reexamination Certificate
1997-10-31
2001-12-04
Woo, Stella (Department: 2643)
Telephonic communications
Supervisory or control line signaling
Substation originated
C379S093370
Reexamination Certificate
active
06327365
ABSTRACT:
BACKGROUND OF THE INVENTION
The present invention relates to an acoustic coupling product label and a method for using the label.
The capture of a product's serial number at the beginning of a service call is generally a cumbersome and costly process for companies that provide service on hardware products such as computer systems, computer-controlled machinery and the like. The product's serial number is needed for several reasons, including validation of the customer's entitlement to service and determination of the parts that may be needed so most service providers try to get customers to provide the product's serial number during the initial phone call.
However, the regulations from product-certification organizations such as UL (Underwriter Laboratories Inc.), CSA (Canadian Standards Association), and VDE (Verband Deutscher Elektrotechniker), specify that the printed serial number label must be attached to the frame of the product, near its power source, which is usually on or near the base of the product. Unfortunately this placement of the printed serial number label may cause difficulty for the customer trying to find the desired product serial number in a timely and accurate manner so the serial number may be given to the service provider. Also, a product's serial number may be hidden by mounting equipment requiring burdensome disassembly, such as having to remove a cash register from its mounting in a check-out stand.
There is a need to provide a product label for assisting customers in providing a product's serial number and/or other identification or related information easily and accurately during a service call, preferably near the beginning of the service call.
SUMMARY OF THE INVENTION
In accordance with the teachings of the present invention, an acoustic coupling product label including a product serial number or identification number and/or other pertinent service information is provided which uses a standard telephone to provide information to a computerized product support system.
It is an important feature of the present invention that the acoustic coupling product label is mounted on the front or other easily accessible surface or location of the product to be serviced.
Another important feature of the present invention is that the acoustic coupling product label provides the product serial number or other identification number and other service information using a standard telephone so that the product support provider can efficiently process the service call leading to improved customer satisfaction.
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NCR Corporation
Stukenborg Charlene L.
Woo Stella
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